Call Center Representative - Titles

Job Description

Job Description

Stellantis Financial Services (SFS) is the new captive finance company for one of the world's leading automakers and a mobility provider with iconic brands including Abarth, Alfa Romeo, Chrysler, Citroën, Dodge, DS Automobiles, Fiat, Jeep®, Lancia, Maserati, Opel, Peugeot, Ram, Vauxhall, Free2move and Leasys.

Our exciting growth provides opportunities to advance your career as we successfully lead products and services from a small to midsize company in just a few years. Join our world class team and culture and contribute to our core mission which is enhancing our customer's experience.

Position Summary:

The Titles Call Center Representative is responsible for handling a high volume of incoming calls, delivering prompt and professional customer service, addressing inquiries, updating customer accounts, and ensuring a positive customer experience

Essential Duties and Responsibilities:

• Deliver quality customer service by handling inquiries related to address changes, processing phone payments, and managing payment deferments (extensions).

• Resolve customer complaints by identifying the cause, determining and explaining the best solution, implementing corrections or adjustments, and following up to confirm resolution.

• Maintain customer accounts and record detailed notes on inquiries, complaints, and feedback in all SFS systems.

• Collaborate with cross-functional teams, following established procedures to research and resolve customer inquiries efficiently.

• Contribute to department goals by accomplishing individual assigned performance goals inclusive of daily, weekly and monthly production calls, availability, talk-time, and conversion rates.

• Handle high-priority and general customer, dealer, and third-party calls professionally, following direction from a Team Lead, Supervisor, or Manager as needed.

• Maintain confidentiality due to regular access to specified personal information of consumers, including, but not limited to, Social Security numbers and dates of birth.

• Other duties may be assigned; responsibilities and activities may change.

Qualifications and Competencies Required To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Required Experience:

• Minimum 1 year experience in Customer Service or Call Center environment.

• Experience using Microsoft Office (MS) Suite applications.

• Excellent verbal and written communication, and interpersonal skills.

• Must be able to maintain a high level of integrity, confidentiality and professionalism.

• Must be able to respond to written correspondence and demonstrate thorough reading and understanding of instructions, memos, and tasks.

• Skilled in delivering timely, customer-focused solutions.

• Proficient in managing challenging customer conversations to resolve customer needs.

• Ability to multitask, prioritize, and manage time efficiently.

Education:

High School Diploma / GED

Additional Requirements:

• Overtime required – required on an as needed basis.

• Travel 0-10% - as required on an as needed basis.

• Must have reliable transportation and live within a commutable distance to one of the following cities: Houston, Texas

Qualifications Preferred:

• Experience - Previous call center experience providing high-quality customer service in a fast-paced environment, including managing high call volumes.

• Skill - Bilingual in Spanish with the ability to read, write and translate.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Work Schedule This position requires the ability to work various shifts to accommodate business needs. Typically, between the hours of 8AM-6PM Monday through Friday and on weekends as needed. Travel is required 10% of the time.

Stellantis Financial Services, Inc (SFS) is an equal opportunity employer and is committed to providing its employees an environment that is free of harassment, discrimination, and intimidation. It is the policy of SFS to comply with all applicable employment laws and regulations and to provide equal opportunity for all qualified persons and to not discriminate against any employee or applicant for employment because of race, color, religion, sex, age, national origin, disability, pregnancy, sexual orientation, veteran status, gender identity or expression, change of sex, and/or transgender status or any protected status. Candidates must possess authorization to work in the United States. This policy applies to recruitment and placement, promotion, training, transfer, retention, rate of pay and all other terms and conditions of employment. Employment and promotion decisions will be based solely on merit, ability, achievement, experience, conduct and other legitimate business reasons.